Surface Pro 4, Screen Flickering, Shaking

Anonymous
2017-01-19T07:47:47+00:00

Hi All,

Update: Flickergate is now having a forum to bring all affected users at a single platform to plan for resolvement of issue. Please join at

 https://forum.flickergate.com

UPDATE: Check FlickerGate.com for videos of the problem and to submit your own. 

I purchased SP4 device a few months ago and it was working fine for a month. Then I noticed that when the CPU is at its max, the screen flickers a bit. Investigating further revealed that it flickers even if it is setting idle. It does not flicker if at least one of the following thing is done:

  1. A video being played in browser 
  2. If I keep the touch screen busy by either taping it or keeping a finger on it
  3. If I use the touchpad
  4. If keyboard is used for typing

This resulted in making the device completely unusable while reading articles or ebooks. I am a developer, most of the time I have to read the code and to do that, I have to constantly keep a finger on the touch pad or the screen. I contacted surface support in October and November and was told that the developers are working on the patch. Looking at the updates the developers are pushing since then, I don't think anyone is even aware of the problem there. 

My previous support ticket numbers are:

 ***deleted personally identifiable information***

***deleted personally identifiable information***

Just wondering if anyone else had the same problem (and the fix) and if not, what's the procedure for the refund? I will rather go for a mac then sacrificing $2000+ for a dancing screen.  

Kind Regards,

Abbas

***Personal information deleted by the moderator. Please see the Microsoft Community Frequently Asked Questions for more information on how you can protect your privacy.***

Surface | Surface Pro | Display and screen

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.

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Anonymous
2018-05-11T17:59:00+00:00

Hey Everyone,

Creating the best products and experiences for our customers is our top priority.

We have heard your feedback and after careful examination, have determined that a small percentage of Surface Pro 4 devices are exhibiting a screen flicker that cannot be addressed with a firmware or driver update.

To support customers affected by this issue, we will replace eligible Surface Pro 4 devices for up to three years from the date of purchase, free of charge. If you believe your device is experiencing this issue, please visit our Surface Pro 4 screen flicker article for more details.

Bryan [MSFT]

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  1. Anonymous
    2017-06-13T19:52:33+00:00

    Microsoft just push new firmware for SP4, not sure it help to fix the fickering problem or not, as mention in article below

    https://www.onmsft.com/news/a-new-surface-pro-4-firmware-update-is-now-available-for-download

    I want to give an update ...

    After months of trying to get help, I finally found a tech who pushed my concerns up the line and I received a new Pro4 last week. So far, it is working without any of the problems I had with the last one. Of course, It's only been a week, but here's hoping!

    No flickering yet.

    Fan not running continually yet.

    No getting hot like the other one.

    Hoping - Praying this one was checked out thoroughly before being sent to me.

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  2. Anonymous
    2017-06-13T15:26:22+00:00

    So, it turns out, after about 9 months of using my Surface Pro 4 (I got mine in September 2016), I encountered the same issue. I started having the problem yesterday when I was writing my doctorate thesis while having lots of academic journal papers opened in Adobe Reader and Mendeley (a software for managing research papers). I started getting double-vision-like effects on my screen, and everything seems to be vibrating up and down by a few centimetres intermittently. Essentially, it's exactly like this (not my video by the way): https://www.youtube.com/watch?v=vTBOaM9voD0

    As a lot of you have already mentioned, it stops vibrating whenever the screen content needs to be changed or updated, only to return after a few seconds if nothing else moves on screen. This observation seemingly suggests that it could be very likely due to firmware-related power management issues. In particular, I suspect it to be a problem with how the firmware is handling Panel Self Refresh (PSR). If your engineers could look into it, it will be great.

    Also, I think Microsoft should at least provide more details on what have been done so far to diagnose the problem, given that the issue has been in the wild for quite some time. The lack of transparency by Microsoft in this regard is really discomforting. Is it really that hard to post an update to the official Surface TechNet blog? Having your support representatives giving out the same comments over and over again about how the problem is currently being looked into does not inspire confidence. Even if the specific cause has not been found by your engineers at this point, it would be nice to get some updates on what has or has not been looked into. So, a write-up by one of your technical staff is definitely overdue.

    I know I could return my Surface Pro 4 for replacement. But, what are the chances of having it occurred again on the replacement device? Considering my sole dependence on the Surface Pro 4 for productivity purposes and my impending deadlines, I don't think I could afford to send it back without the assurance by your technical staff; I live outside of the US. Your support staff could say this and that, but it doesn't work unless we hear it firsthand from your engineers. I really hope more details on the issue are disclosed as soon as possible. 

    Anyway, my Surface Pro 4's spec is: Core i5 6300U, 4GB of RAM and 128GB for the capacity of the SSD.

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  3. Anonymous
    2017-06-13T13:38:50+00:00

    I wish this issue went a little more mainstream as its obviously affecting a large number of surface users. As I type this bloody message my screen is jumping all over the shop. I don't mind spending the £400 to replace the unit if they guarantee that what I'm getting back won't have the same issue, instead Microsoft appears to have not even mentioned the issue and instead hopes you'll just throw money at them.

    I keep hoping that the more people add their comments/problems to this thread the more chance that they will take notice. I would love to speak to a Microsoft support team member but £29 is a ludicrous amount especially for them to turn around and say "Pay us £400 and we'll replace the unit".

    Keep hoping each new patch might be a magic fix for the issue >_>

    Now, I also wish there new patch might be a magic fix for the issue.

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  4. Anonymous
    2017-06-13T13:05:06+00:00

    I wish this issue went a little more mainstream as its obviously affecting a large number of surface users. As I type this bloody message my screen is jumping all over the shop. I don't mind spending the £400 to replace the unit if they guarantee that what I'm getting back won't have the same issue, instead Microsoft appears to have not even mentioned the issue and instead hopes you'll just throw money at them.

    I keep hoping that the more people add their comments/problems to this thread the more chance that they will take notice. I would love to speak to a Microsoft support team member but £29 is a ludicrous amount especially for them to turn around and say "Pay us £400 and we'll replace the unit".

    Keep hoping each new patch might be a magic fix for the issue >_>

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